About the role
About the role
We are looking for a Senior ServiceNow Application Support Engineer who will serve as a subject matter expert in ServiceNow ITSM and CSDM, supporting critical business applications and ensuring the stability, performance, and continuous improvement of IT services. The role will be responsible for investigating and resolving complex application and platform issues, performing root cause analysis, monitoring system health, and providing technical solutions across multiple teams. The successful candidate will also be expected to act as an SME and technical lead, providing guidance to team members, contributing to key technical decisions, facilitating knowledge sharing, and coordinating with stakeholders to ensure timely issue resolution and service quality.
Key responsibilities
- Provide advanced technical support for critical business applications and ServiceNow environments.
- Investigate, troubleshoot, and resolve complex software and platform issues.
- Monitor system health, performance, and availability.
- Proactively identify potential risks and issues that may result in service disruptions.
- Perform root cause analysis and recommend appropriate corrective and preventive actions.
- Ensure timely resolution of incidents and service-related issues.
- Administer, configure, and support ServiceNow ITSM modules.
- Work with Incident, Problem, and Change Management processes within ServiceNow.
- Utilize ServiceNow scripting and automation capabilities to improve operational efficiency.
- Act as a Subject Matter Expert (SME) for ServiceNow and ITSM-related concerns and provide technical guidance to team members.
About you
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- 5–8+ years of hands-on experience with ServiceNow.
- Expert-level proficiency in ServiceNow ITSM.
- Strong understanding of IT Service Management principles, processes, and workflows.
- Hands-on experience with Incident, Problem, and Change Management in ServiceNow.
- Experience configuring and customizing ServiceNow modules.
- Strong troubleshooting and root cause analysis skills.
- Experience with ServiceNow scripting, automation, workflows, and configuration.
- Strong understanding or hands-on experience with ServiceNow CSDM.
- Ability to collaborate effectively across multiple teams and stakeholders.
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